Man with Van Norbury Complaints Procedure

Man with Van Norbury aims to provide a reliable and professional removal service for every customer. We recognise that occasionally things may not go as planned, and when this happens we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We are committed to treating all complaints seriously, fairly, and promptly. Every concern raised is used as an opportunity to review our practices and, where necessary, make changes to prevent similar issues in future. You will be treated with respect at all times and your complaint will not affect any ongoing or future services you receive from us.

What This Procedure Covers

This complaints procedure applies to all domestic and small commercial customers using Man with Van Norbury for moving, collection, delivery, and related removal services. It covers complaints about our conduct, communication, timekeeping, handling of belongings, charges, and any other aspect of our service.

This procedure does not cover matters that are more appropriately dealt with as insurance claims, such as loss or damage to goods covered by a separate policy. In those cases we will guide you on how to make a claim where applicable, while still recording your feedback as a service complaint.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If a problem arises during your move or shortly afterwards, you are encouraged to speak directly with the team member or coordinator responsible for your booking. We will always try to resolve matters on the spot where this is practical and reasonable.

If you are satisfied with the outcome of this informal discussion, the matter will be recorded internally for monitoring and no further action will be necessary. If you remain unhappy, you can make a formal complaint following the steps below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please set out your concerns clearly and provide as much detail as possible. This helps us understand what has happened and investigate thoroughly. When submitting your complaint, please include the following information where you can:

The date of your move or service, the address where the service was carried out, a description of what went wrong, the names of any staff involved if known, any steps already taken to resolve the issue, and the outcome you are seeking. You may also include copies of any relevant documents such as quotes, invoices, or photographs.

You can make a complaint in writing or by speaking to a manager who can record it for you. We encourage written complaints wherever possible so that we can ensure accuracy and maintain a clear audit trail.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the process, and provide an estimated timescale for our investigation and response.

If we require further information or clarification in order to investigate properly, we may contact you to ask additional questions at this stage.

Investigating Your Complaint

Your complaint will be reviewed by a person with appropriate seniority who was not directly involved in the matter wherever possible. The investigation may include reviewing booking records, vehicle logs, correspondence, photographs, and any other relevant documents, as well as speaking with staff members who were involved in providing your service.

We aim to complete investigations within a reasonable time frame, taking into account the complexity of the issues raised. If it becomes clear that more time is needed, we will keep you informed and provide an updated timescale.

Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response explaining our findings. This response will set out what we have understood from your complaint, the information we have gathered, our conclusions, and the reasons for our decision.

Where we find that things have gone wrong, we will offer appropriate remedies. Depending on the circumstances, this may include an apology, an explanation of what went wrong, corrective action for any ongoing issue, a gesture of goodwill, or changes to our procedures or training. Any financial remedies will be considered in line with our terms and conditions and any applicable insurance arrangements.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you believe our decision was incorrect or incomplete, and provide any new information that you feel has not been considered.

A review will be carried out by a senior member of the team who was not previously involved in your complaint where possible. After this review, we will write to you again with our final position on the matter.

Timescales for Complaints

We ask that complaints are raised as soon as possible, ideally within a short period after the service has been carried out, so that information and evidence remain fresh and easier to verify. While we will consider complaints raised later, delays may limit our ability to investigate fully, especially where significant time has passed.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with those who need to know in order to investigate and respond. We will manage your personal information in line with applicable data protection requirements and our internal policies. Information about your complaint may be used anonymously for training and service improvement purposes.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns, recurring issues, and opportunities for improvement. This may lead to updates to our procedures, additional staff training, or changes to the way we deliver our removal services. Your feedback, whether positive or negative, plays an important role in helping us maintain and improve our standards across the areas we serve.

Accessibility and Support

If you need help to make a complaint or require information in an alternative format, please let us know. We will make reasonable efforts to assist you so that you can explain your concerns clearly and participate fully in the process.

Man with Van Norbury is committed to dealing with all complaints fairly, consistently, and promptly, and to using your feedback to provide a better removal experience for all customers.